In a report by BI Intelligence, 60% of US consumers have not completed an intended purchase based on poor customer service experience, which can translate to billions of dollars lost in sales for U. Convenience is a key component of the customer experience, therefore a 24/7 chatbot that handles customer service is a cost-effective and powerful way to provide basic support to consumers.
A business needs to adapt to consumers' needs and demands, and then utilize more efficient solutions to assist customers.More advanced chatbots will try and anticipate the next question or guide the user to relevant resources or responses based on the previous intent.“The technologies that support a chatbot need a common taxonomy in place that links the intent of a question to a contextual response,” said Jeff Cohen, co-founder and vice president of cognitive innovation services at Welltok, an AI-based healthcare software company.It still is early in the adoption of AI chatbots in healthcare, experts said, but early indicators of demand and satisfaction are promising.“Chat-bots will continue to get more intelligent over time, thanks to AI and machine learning techniques that will make them very efficient technology, and of course, more timely than a human can ever be,” Rai said.“And how do they interact to provide users with an answer to their question?
There are many different ways to interact based on the sophistication and use-case for the chatbot.” [Also: New partnerships are fast-tracking AI tech] In addition to natural language processing technology, chatbots typically also rely on knowledge management systems.
Typically, the natural language processing will identify the intent of a question with some level of confidence and then, based on the confidence level, the chatbot will either ask a follow-up or disambiguate the question for the user.
Once the confidence level is acceptable for the use-case, the chatbot will present the proper response based on an intent taxonomy that associates the intent of the question with the desired response.
High volumes of requests or FAQs take time away from agents that could be assisting customers with more complex issues, and customer service bots reduces time.
For example, airlines utilize Facebook Messenger’s chatbot platform to better reach their customers.
Otherwise, their underlying technologies are similar. Supported by artificial intelligence, both are able to understand information fed either through text or speech recognition.